PARA mabalanse natin ang isyu tungkol sa PAL na nagkansela ng Osaka flight nang walang notification, inilalabas din natin dito ang panig ng kanilang Customer Relations head na nag-email sa atin.

Inuulit natin, hindi naman nagbabago ang pagtingin natin sa PAL dahil katulad nga ng nabanggit ko sa nakaraang kolum natin, 90% ng flight ko sa iba’t ibang bansa na napuntahan natin ay sila lagi ang top choice ko na sakyan.

Sabi nga, kahit anong pagpapabuti sa sistema ay talagang walang perpektong sistema na matatawag. Kung minsan, beyond your control.

Dear Mr. Encarnacion,

We want to thank you for your continued support and for choosing Philippine Airlines (PAL) as your preferred airline. We understand that you have had a positive experience with us, and we appreciate your loyalty to our brand.

We sincerely apologize for the inconvenience and frustration you experienced with the lack of notification and schedule change on your flight from Manila to Osaka. We acknowledge the importance of receiving timely updates regarding your flights, and we apologize for any confusion or inconvenience that may have resulted from the lack of notification.

We understand that you were surprised to find out that your flight was canceled when you arrived at the airport and that this caused significant disruptions to your travel plans. We apologize for any inconvenience this may have caused. We assure you that the schedule change and flight cancellation were due to unexpected maintenance issues that affected our aircraft rotations.

We appreciate that you highlighted the need for clear and timely communication with your passengers. Upon investigation, we found no notice sent to you or your travel agent about the cancellation of your flight. Upon investigating, we found that your contact details were entered into the system only after the schedule change was implemented, which should have been done during the booking process. We understand how important it is for passengers to receive timely updates regarding their flights.

We want to assure you that we comply with the applicable laws protecting the rights of our passengers. We take all passenger complaints seriously and will ensure that the opportunities identified in your case are addressed for a better passenger experience.

We understand that the change in your accommodation in Osaka caused inconvenience and that you incurred expenses for the one-night stay you could not use. If you require further assistance with the incremental expenses, please do not hesitate to provide us with a summary, along with supporting documents such as receipts, for our assessment.

We also acknowledge your concerns about the lack of communication regarding your son’s flight from Osaka to Manila. We apologize for any confusion or frustration this may have caused. We appreciate your patience and understanding as we worked to rebook your son, his wife, and your grandchild on the 3:15 p.m. flight from Osaka to Manila.

We appreciate your feedback and want to assure you that we take all feedback seriously. We will be reviewing our communication procedures to identify areas for improvement to prevent similar incidents from happening in the future. We are committed to providing a seamless travel experience for our passengers, and we understand that timely and clear communication is essential in achieving this goal.

Again, we apologize for any inconvenience you have experienced, and we appreciate your feedback as we strive to improve our services. If you have any further concerns or questions, please do not hesitate to contact our customer service team, who will gladly assist you.

Sincerely,

Mac Munsayac
Head, PAL Customer Relations